help

How long will my item take?

The length of time depends on the work required. Shoes, including cleaning and repair, generally take 5-7 business days. However, if the shoe requires colour or leather restoration due to demand we are currently running at 8 weeks (this service usually has a 15-25 day turnaround).

How much will it cost?

For non-standard, speciality services, including but not limited to colour and leather restorations, alterations, refashioning, major stain removal, sourcing non-standard hardware, we charge an hourly rate.

Most shoe restorations average out to just under £100 and most handbag restorations average to £150.Please note that these are averages and are meant to provide guidance.

Once your items reach our atelier, they are physically assessed and a proposed approach, list of services and quote will be provided by email. Here you can query, accept or decline your quote.

We will start work on immediately on any services that we deem necessary and are under £30. This is done in the interest of expedient turnaround.

Any services over £30 will require approval which you will be able to do via a link in the email.

If you choose not to go ahead with any of the work, we’ll gladly return it to you. We kindly ask for a £15 carriage fee.

Do I pay for the collection/return?

We cover your one collection and one return in our coverage areas which can be found on our website.

If your collection is outside our coverage area, we can facilitate an inclusive overnight service within the UK.

If you are outside the UK we can also facilitate carriage but fees will likely apply.

What if my item gets lost with couriers?

All of your items are trackable and confirmed at each stage of their journey. However, if the worse were to happen, we have appropriate goods in transit insurance in place.

What if you damage my items?

We are in the business of doing the “risky” services most repairers, restorationists and makers won’t do. That’s said, we operate a zero-harm policy. If we feel there is a meaningful risk that we can’t control, we will first explain this to you (in a way you understand) and obtain your permission. In the unlikely event that we do damage something, again, we have insurance for this.

Please note that upon receipt, we will photograph each of your items. We will also make note of any existing damage and the general condition they arrive in and communicate this in your assessment. Please read this carefully and let us know if you are in disagreement as soon as possible. Please also read our facts about leather guide and terms and conditions.

Do you guarantee your work?

Officially, we guarantee our work for three months but we judge each case on its merits. This may seem like a small window but we no way of knowing what your item comes in contact with or how it’s used once it leaves our care and that may impact the work we’ve done.

How does the refashioning of an item work?

Sometimes we need to get creative about a repair. Sometimes it wasn’t quite right to being with. Sometimes you just fancy something different. If you feel inspired about changing up your items, whether a new colour, painted design, bespoke initialling, a new strap or a completely new design our Atelier team are on hand to execute it. They will source the materials, provide drawings, inspiration and advice to make the idea a reality.

How do I pay?

We pre-authorise your card details but we take payment when we’ve returned your items. You will have an opportunity to choose a different payment method and or query your invoice prior to payment.

How do I package items for collection?

Please separate black items from others (especially men’s shoes which may have black / brown shoe polish on them). You can simply use a plastic or other shopping bag.

Please load heavier items on the bottom and lighter items on top. It’s helpful but not necessary if you label your bag.

As much as we love your luxurious dustbags, we deal with a lot of moving parts and they sometimes get missed and sent back later by post. This is a bigger issue with shoes than with handbags. If in doubt, please leave these home.

Why can’t you provide final estimates with pictures?

Every item is unique in its material, pattern of wear and tear, condition and construction. We’ve learned that no matter how many photos we receive, something will surprise us and so we must assess the items physically before we can provide you with a final estimate.

Can you restore patent?

Yes, we can. Although certain limitations may apply. We’ll let you know.

Can you restore suede?

Yes we can.

I’ve booked my collection now what?

You will receive a conformation of your booking. You may also receive a reminder shortly before your scheduled collection. Your items will be collected by one of our trusted, tested and insured courier partners or by a member of staff.

Once your items reach our atelier, we will confirm receipt of your item. We will assess you item within 24 hours and send you a quote. In the interest of expediency, any services we deem necessary and that are under £30 will be automatically be carried out. Any services above £30 you will need to approve. There will be a link in the email you receive to do this.

Do you authenticate handbags?

Except in situations where we have a formal relationship with a brand, we don’t typically do this. However, if you would like us to do this, we can.

Do you sell pre-loved items?

No but we do work closely with Vestiaire Collective and others and would be happy to connect you with whomever will be most useful to you.

Can you restore exotics?

Yes we regularly work with crocodile, alligator, elaphe (water snake), python, ostrich, lizard and many others